Introduction to American Airlines
Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll travel the globe, develop your skills, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and poise, mastering new skills and advancing your career while having a great time. Feel free to elevate both your personal and professional life and jumpstart your career!
Why You'll Love This Job
The Customer Support Specialist engages with customers in a courteous, professional, friendly, and expert manner. As a part-time customer support representative, you will have the opportunity to work with a diverse range of customers, providing them with exceptional service and support. If you are passionate about delivering outstanding customer experiences and are looking for a challenging and rewarding role, this could be the perfect fit for you.
Key Responsibilities
- Issue, reissue, and refund passenger tickets
- Book, ticket, and confirm flight reservations
- Rebook passengers on oversold flights and during irregular operations
- Perform passenger check-in and front seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
- Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals, and transportation; coordinate refuel and refresh
- Perform passenger boarding, including ticket lift as well as ticket lift/check
- Operate gate reader/scanner and related duties to include pre-boarding, monitoring/checking carry-on items, and exit row demonstrations
- Operate jetways/bridges for purposes of boarding and deplaning passengers
- Make boarding and departure gate announcements
- Deliver domestic/international flight documents
- Perform passenger service flight close-out procedures
- Accept, check, and label passengers' baggage at destination points, full-service ticket counters, and first-class ticket counters
- Maintain timeline of flight boarding process
- Perform customer care hands-on training
- Process and complete Visa stuff transactions at stands in the ticket counter area and activation stations
- Assist passengers with self-service kiosk check-in and kiosk baggage handling at ticket counters
- Manage lines at ticket counter booths and ticket counters
- Clear/check international documents at stand in the ticket counter area and activation stations
- Accept and activate passengers' self-labeled bags at activation stations
- Assist customers requiring special assistance or in-station; assist boarding, deplaning, and transporting non-ambulatory passengers, special assistance passengers, as well as unaccompanied minors
- Perform customer assistance work associated with handling regional flights and contractor/ground handling arrangements or agreements
- Have regular and predictable attendance on-site, including meeting any mandatory overtime requirements
- Respond and assist during security or emergency situations
- Provide connecting passengers with gate information
- Provide quality customer care in a professional manner and in accordance with American's guidelines
- Adhere to company policies, procedures, and performance standards
- Complete task-specific phases of training
- Comply with applicable laws (e.g., DOT, FAA, TSA)
- Utilize various internal resources/systems including during customer interactions
- Wear uniforms as required by company policy
Essential Qualifications
- Bachelor's degree
- Bilingual language skills required in certain locations
- Valid driver's license as required by local authorities
- Must satisfy FAA background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
- Must be able to obtain suitable airport authority or US Customs security badges, if applicable
- Completion of a pre-employment drug screen, thorough background check, and/or fingerprinting to meet company and security requirements
- Must be authorized to work in the U.S.
Preferred Qualifications
- Working knowledge of Sabre or other Passenger Service Systems
- Past face-to-face customer service experience
- Experience working in a fast-paced environment
Career Growth Opportunities and Learning Benefits
At American Airlines, we are committed to providing our employees with opportunities for growth and development. As a part-time customer support representative, you will have access to a range of training programs and resources to help you develop your skills and advance your career. Our comprehensive training program will provide you with the knowledge and skills you need to succeed in your role, and our ongoing support and feedback will help you continue to grow and develop as a professional.
Work Environment and Company Culture
At American Airlines, we value diversity and inclusion, and we are committed to creating a workplace culture that is welcoming and inclusive to all employees. Our 20+ Employee Business Resource Groups are focused on connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world. We believe that our employees are our greatest asset, and we are committed to providing a work environment that is supportive, collaborative, and empowering.
Compensation, Perks, and Benefits
As a part-time customer support representative at American Airlines, you will be eligible for a range of benefits, including:
- Medical benefits: On the first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well
- Wellness programs: We want you to be your best self - that's why our wellness programs provide you with the right tools, resources, and support you need
- 401(k) program: Available upon hire and, depending on the workgroup, company contributions to your 401(k) program are available after one year
- Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this part-time customer support representative position. As a member of the American Airlines team, you will have the opportunity to work with a diverse range of customers, provide exceptional service and support, and develop your skills and career. Don't miss out on this exciting opportunity to join our team and take your career to new heights. Apply now and become a part of the American Airlines family!
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